Terms and Conditions

The Gem Suites and Spa

Last updated: 19/12/2025

Welcome to The Gem Suites and Spa (“we”, “us”, “our”). By accessing our website, making a booking, or staying at our property, you agree to be bound by the following Terms and Conditions. Please read them carefully.

1. BOOKINGS & PAYMENTS

  • All bookings are subject to availability.
  • Full payment is required at check-in prior to occupation.
  • Room rates are fixed and non-negotiable.
  • All payments made are strictly non-refundable, including early departures or no-shows.
  • Check-in after midnight counts as the previous night’s stay.

2. CHECK-IN & CHECK-OUT

  • Check-in time: 13:00
  • Check-out time: 10:30 (strictly enforced)
  • Late check-out may result in hourly charges or an additional night’s charge.
  • Guests must present a valid ID or Passport at check-in.
    No ID, No Check-In.

3. OCCUPANCY & GUEST RESPONSIBILITY

  • Only registered guests are allowed in rooms.
    Visitors are not permitted.
  • The person making the booking confirms they have authority to accept these Terms on behalf of all guests.
  • Guests are responsible for inspecting the room at check-in and reporting any faults immediately.
  • Failure to report issues will result in the room being deemed handed over in good condition.

4. DAMAGES, LOSS & CLEANING

  • Guests are responsible for any damage, loss, or breakage caused during their stay.
  • Costs will be charged based on cleaning, repair, or replacement value.
  • If the room is left excessively dirty, professional cleaning or laundry services will be charged to the guest.
  • Spills on bedding, furniture, or property may result in additional fees.

5. NOISE, CONDUCT & QUIET HOURS

  • Quiet hours: 22:00 – 08:00.
  • Excessive noise, parties, or disruptive behavior are strictly prohibited.
  • Violation may result in immediate eviction without refund.

6. SMOKING & ALCOHOL POLICY

  • Smoking is strictly prohibited inside rooms and indoor areas.
  • Evidence of smoking will result in:
    • A R500 cleaning/damage fee, and
    • Immediate eviction without refund.
  • Alcohol consumption must be moderate and respectful of other guests.

7. SAFETY & SECURITY

  • Guests must keep doors locked at all times.
  • All room keys must be returned at check-out.
  • Lost or unreturned keys will incur a replacement fee.
  • The Gem Suites and Spa is not liable for theft, loss, damage, or injury to persons or belongings.

8. MAINTENANCE & FAULTS

  • Report any faults immediately.
  • We will be allowed up to 24 hours to resolve issues.
  • If a guest chooses to check out before this period expires, no refund will be issued.

9. HOUSEKEEPING

  • By staying with us, you authorize housekeeping staff to enter your room for cleaning and maintenance services.

10. EARLY DEPARTURE

  • Early departure for any reason does not entitle the guest to a refund.

11. LIMITATION OF LIABILITY

The Gem Suites and Spa and the Landlord shall not be liable for:

  • Theft, loss, damage, injury, or death;
  • Fire, power outages, water interruptions, or utility failures;
  • Events beyond our control (force majeure).

12. BREACH OF TERMS

Failure to comply with these Terms may result in:

  • Immediate eviction,
  • Loss of payment,
  • Additional charges.

13. GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

14. CONTACT DETAILS

The Gem Suites and Spa
Adress: [143B Voortrekker Rd Glenlily Parow, Cape Town, 7500
Phone: +27 69 864 7938/ +27 61 773 7423
Email: info@thegemsuitesandspar.co.za

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